JOB PURPOSE

To lead and manage specific customer research projects based on business objectives, manage and execute all customer research, loyalty surveys and User Experience (UX) studies, measuring external and internal customer satisfaction/NPS, brand tracking, mystery shopping, prototype testing, concept testing in line with the requirements of the bank in order to provide input to improve efficiencies, revenue growth and enhanced customer experience.

KEY WORKING RELATIONSHIPS: * Line Manager - To receive direction and support, discuss performance and ensure objectives are met

• Senior Stakeholders - To pass information, substantiate, endorse and receive recommendations
• Project Teams - To manage as per the project requirements throughout the duration of the project
• Internal Stakeholders - To exchange information, influence and ensure governance
• External Vendors - To manage as required

ACCOUNTABILITIES

Project Management and Delivery

Design, execute and lead efficient end to end customer research projects using appropriate methodology and approach to ensure that projects are delivered within allocated budget and agreed turnaround times (TATs). Proactively manage changes in project scope, effectively communicating project expectations, identifying potential barriers/challenges, devising contingency plans to ensure the project remains in line with business requirements and is delivered as required

Net Promotor Score (NPS) and Customer Research

Design, execute, measure and monitor external customer satisfaction/NPS across the bank through the management of customer satisfaction/NPS/loyalty surveys, benchmarking study, mystery shopping, brand tracking, and/or any other related customer feedback to ensure timely action is taken for service recovery by all business groups. Lead and execute assigned internal programmes, such as Partnership Index/iNPS and Manager Index/eNPS programmes in order to support the achievement of the bank\xe2\x80\x99s objectives in line with the required standards. Review business requirements for digital transformation projects and execute user experience, usability testing, ethnographic studies, contextual inquiries and concept testing to ensure relevant information/data can be provided.

Vendor Management

Manage vendor relationships and act as the contact point for external research agencies in order to undertake customer research projects as required. Undertake vendor selection as per the ADCB procurement procedure and policy involving Finance and Audit and ensure that all ADCB research contracts with external agencies are as per the ADCB policy and are approved by the Legal department. Establish and maintain an information database of customer research in line with the required standards.

People Management

Manage self and team in line with ADCB\xe2\x80\x99s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance. Manage the effective achievement of the team\xe2\x80\x99s objectives through setting individual objectives, managing performance, developing the team and providing formal and informal feedback to maximise overall performance, engagement and motivation.

Budget Management

Contribute to the preparation of the business area\xe2\x80\x99s budget for customer research related activities. Manage the budget efficiently and deliver within the approved budget

Policies, Processes, Systems and Procedures

Recommend and implement improvements to departmental policies, procedures and processes covering all areas of activity so that all relevant procedural requirements are fulfilled while ensuring that ADCB delivers best-in-class services, products and innovation

Continuous Improvement

Identify opportunities to contribute to organisational and departmental change initiatives, programmes and projects taking into account best practice and standards in the business environment

Customer Service

Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank\xe2\x80\x99s required levels of service in all internal and external customer interactions

Skills

EXPERIENCE, QUALIFICATIONS & COMPETENCIES

Minimum Experience

At least 8 years of experience in customer research and applied quantitative and qualitative tools, either as a client or research agency, with at least 5 years of experience in usability testing, user experience in web and mobile, focus group moderation, facilitation of design workshops and data analytics

Minimum Qualifications

Bachelor\xe2\x80\x99s degree from a reputable university

MBA or Master\xe2\x80\x99s degree would be an advantage

Professional Qualifications

Certification in customer feedback/research/customer service metrics/NPS

Knowledge and Skills

Presentation skills with experience of delivering presentations to large audience/middle management

Microsoft Excel/SPSS/SQL Skills

Understanding of technical interface and constraints (mobile app/web site)

understanding of various tools for UX testing and design thinking

Knowledge of principles and guidelines of interaction and user experience design

Knowledge of banking/finance and regulatory frameworks and implications

Document structuring and story boarding capabilities

Organizational and project management skills

Ability to work with multiple groups across geographies

Verbal and written communication skills

Strong leadership capability, excellent interpersonal skills, multicultural awareness and sensitivity

Creative and open mindset

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